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Cynthia Lam
An experienced data and insights professional with a track record in both agency and client-side roles, I have consistently delivered data-driven insights that drive strategy and improve customer experience. Throughout my career, I have developed and managed high-performing teams of analysts while maintaining strong client relationships. My hands-on analytical abilities allow me to conduct complex analyses of real-world data and translate them into clear and actionable insights that are communicated effectively through compelling visuals to clients at all levels.
Experience
Manager - Insights & Analytics (2023-Oct to 2024-Nov)
Sydney
2024 - 2023
- Established customer insights, leading customer research, data analysis and insights efforts to enhance the work of NSW Fair Trading, Building Commissioner and Rental Commissioner.
- Develop and lead a team to execute qualitative and quantitative research and analytics programs.
- Create the business case, implementation pathway and plan for a comprehensive Voice of Customer (VoC) program.
- Establishment and implementation of the Voice of Customer (VoC) program and its’ regular topline vs deep-dive reporting.
Analytics Lead, Australia & New Zealand (2022-Dec to 2023-Oct)
Senior Analytics Consultant (2021-Mar to 2022-Dec)
Sydney
2023 - 2021
- Led and developed a team of analysts, providing mentorship and managing work priorities to drive optimal resource allocation.
- Shaped and implemented the ANZ business vision and objectives, scaling analytics operations across functions and regions.
- Provided internal thought leadership to shape best practices for analytics in Australia & New Zealand.
- Collaborated cross-functionally to define products, create value propositions to clients, and establish pricing structures, contributing to product development and pricing strategies.
- Successfully managed budgets, resources, and timelines to deliver analytics projects on time, within scope, and within budget.
- Coordinated processes between departments to ensure client satisfaction and efficient project delivery, streamlining internal processes.
- Implemented systems and facilitated communication between teams, ensuring effective collaboration and information flow.
Research Manager (Primary Research Snr Analyst) 2018-Mar to 2021-Mar
Higher Duties 2020-Feb to 2020-Nov
Sydney
2021 - 2018
- Led and mentored a team of researchers and analysts, executing research projects and delivering high-quality reports within deadlines.
- Designed and implemented quantitative and qualitative research programs, generating insights and recommendations.
- Conducted complex data analysis and modeling using SQL and R, providing actionable insights for the business.
- Presented insights to diverse stakeholders, driving actionable outcomes such as refining the multi-faceted student enrolment experience.
- Influenced data strategy during the implementation of a new data system, identifying key data and business needs.
- Collaborated with cross-functional teams to identify areas for improvement and implement evidence-based solutions.
- Worked under Sales and Marketing to create customer journeys, segments, and execute targeted campaigns.
- Established business tracking metrics and student feedback pathways, enhancing the student experience.
Consultant (2016-Jun to 2017-Nov)
Sydney / Singapore
2017 - 2016
- Led projects, liaising with and maintaining client relationships, and delivering projects end-to-end.
- Key contact point for external and internal clients. Responsible for client-facing proposal meetings to research design and execution and final presentation of reports / workshop coordination.
- Maintain and nurture client relationships, developing new business.
- Conducting research for market insights (including custom, patient journey, brand health, pre-launch and optimisation), clinical insights (pipeline prioritisation, competitive comparisons, asset evaluations), risk management & safety surveillance (adverse event reporting, patient registries and observational studies), forecasting (demand uptake, patient flow, patient preferences), commercial & corporate effectiveness (sales force effectiveness, physician experience, corporate brand management and tracking).
- Identify new opportunities to increase efficiency and quality of research processes and outputs.
Account Manager (2016-Feb to 2016-Jun)
Senior Research Executive (2013-Jun to 2016-Feb)
Ipsos
Sydney
2016 - 2013
- All aspects of project coordination and execution, supporting key client partners in a variety of industries including finance & banking (in particular home loans, wealth management, life insurance), FMCG (baby products, confectionary etc) and Health Care.
- Conducting research in market understanding and measurement (brand equity, connection and potential growth), innovation and forecasting (pre-concept, concept and product testing, forecast sales and uptake), PR research, shopper and sensory.
- Championed Brand Health / Equity research and certified as Ipsos Bayesian Network (IBN) analytics team for Australia and New Zealand.
- Managed day-to-day relationships with external suppliers – research panel suppliers, venue suppliers, individual packing suppliers & PR agencies.
Project Manager (2011-Oct to 2013-Jun)
INSIDESTORY
Sydney
2013 - 2011
- Liaised with external suppliers, PA for CEO, as well as project and respondent management.
- Assisted in conducting research projects for a large range of public sector clients.
Education
Masters of Management in Community Management
University of Technology
Sydney
N/A
Postgraduate Diploma Psychology
Murdoch University
Perth
N/A
Bachelor of Arts - Psychology
Macquarie University
Sydney
N/A
Disclaimer
Made with the R package pagedown.
The source code is adapted from github.com/nstrayer/cv.
GIF image from butlerm.
Last updated on 2025-03.